In the context of smart transformation and upgrading of hotels,customer satisfaction has become the focus of hotels.In this study,the network text mining method and the ROST CM6 software were used to collect the customer reviews on Feizhu,an online tourism platform,as the sample data,and the expected effects of the customers’reviews on experiences,such as satisfaction,network semantics,emotional tendency,and technical acceptability were analyzed.The results show that customers are generally satisfied with the experience of staying in FlyZoo Hotel,like the technological environment in this smart hotel,and have a better acceptance of AI equipment in the hotel,meeting the customer expectations.However,in the application process of smart equipment,there are also problems such as instability of smart device technology,insufficient intelligence and innovation in the hotel,and inability to meet individual needs.The construction of smart hotels should focus on the customer experience,and make improvements based on the environmental factors,service factors,value factors and customer complaints factors that affect customer satisfaction,so as to promote the innovative development of smart hotels.